AccountId: 011433970860
ContactId: f0f2dde2-2095-43ab-91cd-c84b18984819
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 672159 ms
Total Talk Time (AGENT): 361303 ms
Total Talk Time (CUSTOMER): 107836 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/f0f2dde2-2095-43ab-91cd-c84b18984819_20250328T20:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII].
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Hey, I have the same insured. Um, her question is about the benefits of the policy.
[AGENT][NEUTRAL] Oh, so she wants the benefits for this policy because she kept saying, what is the benefits for her new policy?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, no. She, she said for this policy.
[AGENT][NEUTRAL] OK, yes, well.
[CUSTOMER][NEUTRAL] And I would guess this, this will be the, the same one, isn't it?
[AGENT][NEUTRAL] Yeah, I would think so if this is the one she's wanting to pour, absolutely, but then she kept asking about new policy because they could have new policy now, so I didn't know what she meant by that, but she kept saying, she kept saying she wanted to keep the policy. So, yeah, go ahead and, and put her through. I've got her pulled up still.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] OK, thanks, [PII]. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] Hi, Ms. [PII], you've got [PII] again.
[CUSTOMER][POSITIVE] Hey [PII], you know what, uh, bless her heart, she was so sweet because she said I I already told you this and she did. I think what I was just wanting to see is what the benefits were, what the coverages were.
[AGENT][NEUTRAL] Hey,
[AGENT][NEUTRAL] On this policy that you have that you want to port, is that correct? OK, alright, so.
[CUSTOMER][NEUTRAL] R
[CUSTOMER][NEUTRAL] Yes, uh huh.
[CUSTOMER][NEUTRAL] Right, I just, before I decide whether I'm gonna do it.
[AGENT][NEUTRAL] Yes, I understand.
[AGENT][NEUTRAL] OK, so let me go ahead and just pull up your policy.
[AGENT][POSITIVE] And I can read through your benefits on the schedule page.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That would probably be the easiest way.
[AGENT][NEUTRAL] So I'm gonna let that computer load it up for us real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Well let me see if I can find the policy.
[AGENT][NEGATIVE] Well, of course, it's gonna act uh crazy on me because I've got you on the phone. That's why, you know how they do.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][MIXED] It they work perfectly fine until you, yes.
[CUSTOMER][NEUTRAL] It's only when you need to talk about it, right?
[AGENT][NEUTRAL] That's true. OK, so let me do it from here, from here. Let me see. OK, so this is a cancer policy and this is just to verify your benefits. It's not a guarantee of payment. So you have um a treatment benefit.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of, and then you have the first occurrence benefit for cancer. That is if you're first diagnosed with cancer.
[AGENT][NEUTRAL] Um, and they, you send in the pathology report, you get a one-time payment of $5000.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And that's uh a lump sum payment.
[CUSTOMER][NEGATIVE] OK, let's hope I don't ever have to deal with this.
[AGENT][NEUTRAL] Right. Yeah. And then it, you also have the heart attack and stroke rider that also pays a one-time benefit of $5000 lump sum.
[CUSTOMER][NEUTRAL] Yeah, oh yeah.
[CUSTOMER][POSITIVE] OK, alrighty.
[AGENT][NEUTRAL] Uh, you have a hospital intensive care writer that pays 600?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm going to, you know what I'm gonna do is I'm gonna go to your old group.
[AGENT][NEUTRAL] Since it wouldn't pull your policy and I'm gonna find somebody that has the same policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I know there's more to it than this.
[AGENT][NEUTRAL] And I'm sorry if it just seems like I'm all over the place, but I wanna make sure that I.
[CUSTOMER][MIXED] Oh, you go ahead and I just appreciate you doing this really I'm, I'm so confused with it.
[AGENT][POSITIVE] Oh, it's no problem.
[AGENT][POSITIVE] It's no problem at all.
[AGENT][NEUTRAL] We've just had craziness going on with the computers today and.
[CUSTOMER][NEUTRAL] I'm sure.
[AGENT][NEGATIVE] I just hate that you're having to wait.
[CUSTOMER][POSITIVE] I'm just working away over here so don't worry about me.
[AGENT][NEUTRAL] OK. Well, you just keep on ticking and the tapping.
[CUSTOMER][NEUTRAL] That's right, and you can probably hear me.
[AGENT][NEUTRAL] No, that's fine. That's fine. I don't mind you working while, while I try to get this for you.
[AGENT][POSITIVE] You're being very patient and I appreciate that.
[CUSTOMER][POSITIVE] Oh, it's great.
[AGENT][NEUTRAL] OK, yeah, let me get pull up your group.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] I don't know why nothing's pulling up for me. Oh, there it goes, because I wasn't patient. That's why.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK. Your group was a big group, so I need to find somebody that has the very same poli policy as you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So it won't show you mine though?
[AGENT][NEUTRAL] I've got you pulled up, but it wasn't pulling in your policy certificate for me for some reason, so that's why I wanted to pull somebody else's.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] The same coverage as you.
[AGENT][NEUTRAL] And I don't, I'm wondering if it's because the group is lapsed, but OK, no, it's not because of that it was just.
[AGENT][NEUTRAL] Giving me fits, that's why.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, theirs isn't pulling up either, so it makes me wonder if the policy certificates were.
[CUSTOMER][NEUTRAL] Maybe it's because.
[AGENT][NEUTRAL] It might be because the group has lapsed, but I'm not sure um we're gonna go a step further.
[AGENT][NEUTRAL] I'm gonna go ahead and transfer you over to the claims department because they can go over benefits.
[AGENT][NEUTRAL] And I'm just gonna let them know that the policy certificates are not loading and that's why I can't see it on my end um so it's gonna be a quick hold. No it's not a problem. I wanna make sure you get good help so um and get the answers that you need, so it's gonna be a quick hold while I transfer you on over to um the claims department that way they can pull it up OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I really appreciate y'all.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. You take care and have a good weekend.
[CUSTOMER][POSITIVE] You too as well bye bye.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII] speaking. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got an insured on the phone and she's been on the phone with me for a while because I've been trying to pull in her policy certificate that she had when she was with us. Um, she's worked out with customer service to be able to support her policy, and I have tried to pull in her policy certificate and even another members on the group with the same plans policies certificate and
[AGENT][NEUTRAL] She just wants to know her benefits and PIBFT just gives minimal benefits for this policy. Can I give you her policy number? Can you pull her benefits in and give them to her for me?
[AGENT][NEUTRAL] [PII], are you there?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Hello [PII].
[AGENT][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] What is going on with this?
[AGENT][NEUTRAL] [PII], are you there?
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] in the care team. I've got, um, hi, I've got an insured on the phone. Well, she wasn't insured. She's supporting her policy. Um, her policy number is 253-547-6.
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And for whatever reason, I'm not able to pull up her policy certificate for her and I even tried another member with the same plan. She wants to know her benefits that was on this policy because she's worked out with customer service to be able to port it, but she wants to know the benefits before she actually does that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And I can't get it to pull up to give them to her.
[CUSTOMER][NEUTRAL] Let me see if it lets me.
[CUSTOMER][NEUTRAL] Yeah, no, it's, it's not on there.
[AGENT][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, I, I'll, I'll help her go ahead and put her through.
[AGENT][POSITIVE] OK. All right. Thank, thank you, [PII]. Mm, bye-bye.
[CUSTOMER][POSITIVE] No problem bye bye